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- Tasks: Lead the incident management process and ensure smooth resolution of IT issues.
- Company: Dynamic tech company focused on service excellence and continuous improvement.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by resolving complex IT challenges and improving processes.
- Qualifications: Experience in incident management and strong ITIL knowledge required.
- Other info: Join a collaborative team and build relationships with clients across time zones.
The predicted salary is between 36000 - 60000 £ per year.
Do you thrive on resolving complex IT issues quickly, calmly, and efficiently? Are you motivated by improving processes and driving continuous service excellence? Can you balance technical understanding with strong client-focused communication when it matters most?
We're looking for an experienced Incident Manager to own the full incident lifecycle from detection to resolution and review. You'll be the trusted lead during service-impacting events, ensuring minimal disruption while delivering clear, credible communication to clients and senior stakeholders. Grounded in ITIL best practice and supported by strong technical understanding, you'll work closely with engineering teams, drive continuous improvement, and play a key role in protecting service quality across ASK4. This is a hybrid role based in Sheffield, you must be able to travel into the Sheffield office 2-3 days per week.
What You'll Do
- Own and govern the end-to-end incident management process, ensuring SLA adherence.
- Lead major incidents: chair bridge calls, coordinate technical teams and provide timely stakeholder updates.
- Drive effective escalation based on impact and urgency.
- Conduct Post-Incident Reviews and Root Cause Analysis to prevent recurrence.
- Deliver insightful reporting and trend analysis to senior leadership.
- Maintain runbooks, playbooks and incident documentation.
- Support business continuity and disaster recovery planning.
- Champion continuous improvement, automation and service excellence.
- Build trusted relationships with clients across multiple time zones.
Our ideal candidate will have:
- Proven Incident Management experience within an IT service or managed services environment.
- Strong ITIL knowledge (ITIL v4 Foundation required).
- Experience leading major incident response under pressure.
- Excellent stakeholder communication skills, technical and non-technical.
- Strong analytical skills with RCA experience.
- Knowledge of ITSM tools (e.g. Zendesk or similar).
- Solid technical understanding (networks, DNS, DHCP, Wi‐Fi, firewalls, ISP platforms).
- Calm, structured and client-focused approach.
Desirable: Advanced ITIL certification, multilingual skills (Spanish/French), ISO knowledge, experience in ISP/telecoms, property tech or student accommodation environments.
Incident Manager in Sheffield employer: ASK4
Contact Detail:
ASK4 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager in Sheffield
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in incident management. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common incident management scenarios. Think about how you’d handle major incidents and communicate with stakeholders. We want you to shine when it comes to showcasing your calm and structured approach!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you on their radar and shows your enthusiasm for the role.
✨Tip Number 4
Check out our website for the latest job openings! Applying directly through us not only gives you a better chance but also keeps you updated on any new roles that might suit your skills in incident management.
We think you need these skills to ace Incident Manager in Sheffield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Incident Manager role. Highlight your experience with incident management, ITIL knowledge, and any relevant technical skills. We want to see how you’ve tackled similar challenges in the past!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about improving processes and driving service excellence. Share specific examples of how you've led major incidents and communicated effectively with stakeholders.
Showcase Your Technical Skills: Don’t forget to mention your technical understanding! Whether it's networks, DNS, or ITSM tools like Zendesk, we want to know how your skills can help us maintain service quality. Be specific about your experiences!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach all your documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at ASK4
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially the v4 Foundation principles. Be ready to discuss how you've applied these in real-world scenarios, particularly in incident management. This will show that you not only understand the theory but can also implement it effectively.
✨Prepare for Major Incident Scenarios
Think about past major incidents you've managed and be prepared to share those experiences. Highlight your role in leading bridge calls, coordinating teams, and communicating with stakeholders. This will demonstrate your ability to handle pressure and lead effectively during critical situations.
✨Showcase Your Analytical Skills
Be ready to discuss your experience with Root Cause Analysis and how you've used it to prevent future incidents. Prepare examples of insightful reporting or trend analysis you've conducted, as this will illustrate your analytical capabilities and commitment to continuous improvement.
✨Communicate Clearly and Confidently
Since strong communication is key for this role, practice articulating your thoughts clearly. Whether it's technical jargon or client-focused language, being able to switch between the two will showcase your versatility. Remember, they want someone who can build trusted relationships across different time zones!